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Customer satisfaction become a very important aspect so that it must be managed bywell, because it is as promotion media for hospitals (mouth to mouth).Dissatisfaction in the process of hospital services have affect on do not completion ofthe payment by the patient who run away, that it will have impact on patients will notcome back or losing customers. Some problems was still frequently complained bythe patient is the waiting time is too long. The waiting time was analyzed by observeon the patients who was undergoing outpatient services, and then measured theirsatisfaction, and also asked about their intentions to re-visit. It can be concluded thatthe waiting time was still above average standards and there is significant correlationbetween satisfaction and re-visit intentions .Keywords: run away, waiting time, customer satisfaction, re-visit intention
Tujuan dari penelitian ini adalah untuk menemukan faktor-faktor manajemen yang berhubungan terhadap kepuasan kerja dokter spesialis di RS OMNI Alam Sutra. Penelitian ini dengan metode penelitian penyebaran kuesioner, dimana penelitian ini bersifat deskriptif analitik yaitu suatu penelitian yang mencoba menggali bagaimana dan mengapa fenomena ketidak puasan kerja dokter rumah sakit OMNI. Penelitian ini menggunakan pendekatan potong lintang yaitu suatu penelitian untuk mempelajari dinamika korelasi antara variabel bebas dan terikat dengan cara pengumpulan data sekaligus pada suatu saat. Pada penelitian ini dilakukan analisis secara bertingkat, yaitu (1). Analisis univariat, (2). Analisis Bivariat, (3). Analisis Multivariat.
Dari hasil penelitian di dapatkan Berdasarkan hasil analisis multivariat, variabel independen yang berpengaruh terhadap kepuasan kerja responden yaitu kebijakan dan aturan rumah sakit (p-value=0,001) dengan OR = 7 yang artinya kebijakan dan aturan rumah sakit yang baik akan berpeluang 7 kali lebih besar memberikan kepuasan kerja yang baik terhadap responden dibanding dengan kebijakan dan aturan RS yang kurang baik serta variable kelengkapan alat (p-value=0,003) dengan OR = 5,9 yang artinya kelengkapan alat yang baik akan berpeluang 5,9 kali lebih besar memberi kepuasan kerja yang baik terhadap responden dibanding dengan kelengkapan alat yang kurang baik. Dari hasil penelitian dapat disimpulkan bahwa adanya faktor-faktor manajemen yang berhubungan terhadap kepuasan kerja dokter spesialis di rumah sakit OMNI Alam Sutra.
The purpose of this study was to find factors related to satisfaction management specialists working in hospitals OMNI Alam Sutra. This research studies the spread of the questionnaire method, which is a descriptive analytic study is a study that tries to explore how and why the phenomenon of workplace dissatisfaction OMNI hospital doctors. This research approach is a cross-sectional study to study the dynamics of the correlation between the dependent variable and tied to the data collected at the same time at some point. In this research, the analysis in stages, namely (1). Univariate analysis, (2). Bivariate analysis, (3). Multivariate Analysis.
From the results of research in getting Based on multivariate analysis, the independent variables that affect the job satisfaction of respondents that the policies and rules of the hospital (p-value = 0.001) with OR = 7, which means the policy and rules of good hospitals will likely 7 times more likely good job satisfaction among respondents compared with the policies and rules as well as hospitals that are less variable completeness of the tool (p-value = 0.003) with OR = 5.9, which means completeness good tools will likely provide 5.9 times greater job satisfaction well to the respondents compared with unfavorable completeness tools. From the results of this study concluded that the factors relating to satisfaction management specialists working in OMNI Alam Sutra Sutra hospital.
Hasil penelitian menunjukkan kejadian bed block sebanyak 38,9 % dan tidak terjadi bedblock 61,1%. Persetujuan operasi diperoleh dalam waktu ≥ 1 jam dari 17 responden (31,5%) dan persetujuan operasi yang diperoleh dalam waktu < 1 jam sebanyak 37 responden (68,5%). Alat dan sarana didapatkan tidak lengkap 5,6% dan lengkap 94,4%. Waktu tunggu tindakan operasi yang ≥ 5 jam dikategorikan delay sebanyak 33,3%, waktu tunggu tindakan operasi yang < 5 jam dikategorikan tidak delay sebanyak 66,7%.
Analisis bivariat dengan Chi Square menunjukkan pvalue 0,000 untuk hubungan antara bed block dengan keterlambatan operasi, p-value 0,000 untuk hubungan antara persetujuan operasi dengan keterlambatan operasi, p-value 0,012 hubungan alat dan sarana dengan keterlambatan operasi. Faktor yang paling berpengaruh adalah persetujuan operasi dengan p-value 0,005 dengan regresi logistik.
Dari penelitian ini dapat disimpulkan adanya hubungan yang signifikan antara bed block, persetujuan operasi serta alat dan sarana terhadap keterlambatan operasi. Hasil penelitian ini dapat dijadikan pedoman dalam penyusunan strategi peningkatan kualitas pelayanan pembedahan di Instalasi Rawat Darurat.
Key words: bed block, sumber daya manusia, persetujuan operasi, alat dan sarana operasi, keterlambatan tindakan operasi
Surgery is part of medical services that summarized the hospital performance. Increased hospital visits, unavailability of tools, unavailability of human resources, and times consumed to get patient agreement for surgery may causing delay to operation. This is mix method study, quantitative and qualitative. The quantitative study is observational analytic, cross sectional. This study includes 54 respondents in quantitative study and 7 informants in qualitative study.
The result showed bed block events is 38,9 %. Agreement following informed consent is obtained in ≥ 1 hour for 17 respondents (31,5%) and < 1 hour for 37 respondents (68,5%). Tools and equipment are complete and available in 94,4% cases and incomplete in 5,6% cases. Time consumed waiting for operation is categorized delay if ≥ 5 hours in 33,3% cases, categorized not delay if < 5 hours in 66,7%.
Bivariate analysis using Chi Square showed p-value 0,000 for correlation between bed block and delay to operation, p-value 0,000 for correlation between time consumed to obtain agreement for surgery, p-value 0,012 for correlation between tools and equipment with delay to operation. The most influencing factor is operation agreement with pvalue 0,005 using logistic regression.
From this study, we conclude there is significant correlation between bed block, time consumed for obtain operation agreement, tools and equipment availability with delay to operation. This result is a base in making strategy to improve quality of surgery services in emergency department.
Key words: bed block, human resources, operation agreement, tools and equipment, delay to operation
Penelitian ini dilatarbelakangi kenyataan bahwa Instalasi Gawat Darurat merupakan suatu unit pelayanan di rumah sakit yang harus dapat memberikan pelayanan yang cepat dan tepat agar tujuan dari pelayanan gawat darurat dapat tercapai dan sekaligus memberikan kepuasan kepada pasien atau keluarganya.
Tujuan penelitian ini untuk mengetahui gambaran umum waktu tunggu persiapan operasi cito di IGD dan faktor-faktor yang berhubungan dengan waktu pelayanan terhadap pasien yang akan menjalani operasi cito.
Jenis penelitian ini merupakan studi kasus dengan pendekatan kualitatif. Data dan informasi mengenai proses pelayanan diperoleh melalui wawancara mendalam, fokus grup diskusi, observasi partisipatif dan telaah dokumen. Sedangkan data mengenai waktu pelayanan diperoleh melalui pencatatan waktu pelayanan mulai dari tahap penetapan operasi sampai saat dilakukan sayatan pertama di meja operasi.
Hasil penelitian menunjukkan bahwa waktu tunggu persiapan operasi cito di IGD RS Karya Medika I berhubungan dengan lamanya persetujuan operasi dari keluarga atau penanggung jawab biaya, ketidaksiapan SDM kamar operasi termasuk dokter operator dan dokter anestesi, serta keterbatasan peralatan operasi.
Untuk mempersingkat waktu pelayanan terhadap pasien yang akan menjalani operasi cito, RS Karya Medika I perlu menetapkan kebijakan tentang penanganan pasien operasi cito, memperbaiki manajemen SDM kamar operasi dan sistem pengadaan alat kesehatan.
The background of the research was the fact that Emergency Care Unit is a particular service unit in hospital which has to be able to respond quickly and effectively in order to achieve the goals of emergency care service and at the same moment to deliver satisfaction to the patients and their families.
The purpose of this research was to know the general picture about the waiting time of cito operations in the Emergency Departement and the factors associated with the time of service to patients who will undergo cito operations.
This type of research was a case study wih a qualitative approach. Data and information regarding the service process were obtained from indepth interviews, focus group discussion, participant observation and document review, while data regarding the service time was gained from recording and calculating the time taken starting from the moment of surgery decision until the moment of the first incision on the operating table.
The result from the research showed that waiting time for the preparation cito operation in the Emergency Departement at Karya Medika I hospital associated with informed concent from the family or the insurance, human resources, and the equipment of operation.
To minimize the waiting time for preparation cito operation in Emergency Departement, Karya Medika I Hospital need to establish policies regarding the handling of patients cito operations, to improve human resource management and procurement of medical equipment systems.